Communications Support​/Computer Technician

Summary

Provides telephone and in-person technical support to U.S. Army Medical Research Institute of Chemical Defense (MRICD) employees regarding technical aspects of assigned products.

• Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones
• Submits Line of Service Request (LSR) for telephone repairs and changes
• Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration. Maintains and ensures operation of emergency radios
• Answers specific questions about installation, operation, configuration, customization, and usage of assigned products
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Escalates complex problems to senior level contract support team members
• Uses problem management database and help desk system
• Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices
• Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc
• Performs password resets and system configurations
• Identifies responsible group for problem resolution and escalation when necessary
• Responsible for testing and troubleshooting issues with existing and new phone lines
• Maintains regular and punctual attendance
• Performs other duties as assigned

• Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones
• Submits Line of Service Request (LSR) for telephone repairs and changes
• Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration. Maintains and ensures operation of emergency radios
• Answers specific questions about installation, operation, configuration, customization, and usage of assigned products
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Escalates complex problems to senior level contract support team members
• Uses problem management database and help desk system
• Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices
• Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc
• Performs password resets and system configurations
• Identifies responsible group for problem resolution and escalation when necessary
• Responsible for testing and troubleshooting issues with existing and new phone lines
• Maintains regular and punctual attendance
• Performs other duties as assigned

None.

• Baseline certification as stipulated in DoD 8570.01 Information Assurance Technician (IAT) Level I
• (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) or have one of the following certifications (A+, NET+, GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED)
• Knowledge of hardware and/or software products required
• Must be able to obtain and maintain a Secret security clearance (generally, U.S. Citizenship required)
• Must obtain and maintain any necessary security access and/or background checks

• Three plus (3+) years of experience as a Helpdesk Specialist preferred
• Familiarity with the functionality of the UPS, network equipment and environment, break-fixes with spare parts replacement, cable patching and expansion, fiber install coordination
• Familiarity with Microsoft Office products, internet and browser usage, email products (Microsoft Outlook preferred), basic operating system/networking/hardware troubleshooting, call center ticketing system (Remedy or similar applications), and Share Point
• Strong communications skills and ability to communicate technical issues…